Account not loading

Question

Dear,
I have 3 accounts on Teams and the one for my school suddenly doesn't load anymore and asks to refresh which isn't helpful.
It works when I login though browser but not the app on my PC.
Couls you please help me fix this issue?

P.S. My other two accounts work normally on the app.

Kind regards,
[Moderator note: personal info removed] 

---

Moved from: Microsoft 365 and Office | Access | For education | Other

Answer 1

Hi @Hadiyeh Hashemabadi, 

Thank you for posting your question in the Microsoft Q&A forum. Since your school account works in the browser but not in the Teams desktop app, and your other two accounts work fine in the app, this is likely a cached‑state or credential issue for that specific account on your PC. To help me better understand what’s happening on your side, could you share a screenshot of the exact message you’re seeing when the app asks you to refresh? That would be very helpful. 

In the meantime, I’d also recommend trying a few basic troubleshooting steps: 

• You can start by signing out of your school account in the Teams app and then signing back in to see if that resolves the issue.  
• If the problem continues, please try clearing the Teams cache and then logging in again. Microsoft provides detailed steps here: Clear the Teams client cache - Microsoft Teams | Microsoft Learn  
• If that still doesn’t help, you can also try checking your Windows credentials. Go to Control Panel > User Accounts > Credential Manager > Windows Credentials, then look for any entries related to msteams or anything referencing your school’s tenant, and remove them. After that, reopen Teams and sign in again. 

Since you mentioned that this is a school‑provided account, I’d also suggest reaching out to your school’s IT administrator if the steps above don’t resolve the issue. They’ll be able to take a closer look from the tenant side and may be able to resolve the issue more quickly. If you’ve never contacted them before, or if you’re not sure who your Microsoft 365 admin is, this article can help you find the right contact: How do I find my Microsoft 365 admin? - Microsoft Support 

If you have any updates or any feedback to share, please feel free to reply under this post. I’m here, and I’m always happy to listen and support you. 

Thank you for your understanding! 

---

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

Answer 2

Follow these steps on the PC where the school account in Teams no longer loads, while the other two accounts still work:

1. Fully close Teams
   • Right‑click the Teams icon in the taskbar/system tray and select Quit so the app is completely closed.
2. Reset or reinstall the Teams desktop app
   • If possible, use the OS app settings to Reset Teams (this clears local app data but keeps the account and basic configuration).
   • If reset is not available or does not help, uninstall the Teams desktop app from the PC, then reinstall it.
   • After reinstalling, sign back in and add the school account again.
   A similar issue where Teams crashed or would not load was resolved by uninstalling and reinstalling the Teams desktop app, with no loss of configuration.
3. If it is specifically a Teams for Education (school) account
   • Confirm with the school’s IT admin that the account and license are still active and that there are no policy changes affecting Teams for Education access.
   • If the issue persists only for the school account in the desktop app but works in the browser, try:
     • Restarting Teams after reinstall.
     • Trying Teams on another platform (for example, on the web at https://teams.microsoft.com or on mobile) to confirm it is only the PC app affected.
4. If still having trouble
   • In the Teams desktop app (once it opens), select Help on the left side, then Report a problem, and identify as an Educator or student so the issue can be reported with logs.

If the school account continues to work in the browser but not in the desktop app after a full uninstall/reinstall, school IT support or Microsoft support may need to review logs and policies for that specific account.

---

References:

• Teams for Education is not working
• How to reset Teams desktop app - is crashing while loading the first run - Microsoft Q&A